Customer Service Representative - US Healthcare Account

• 8-Hour Shifts, Fixed Weekends Off
• Day 1 HMO with 2 of your dependents covered for FREE
• Medical Cash Allowance
• Rice Allowance
• Clothing Allowance
• Free Lunch Daily
• Paid Time Off
• Training and Staff Development
• Employee Engagement Activities
• Opportunities for Internal Mobility

Job Purpose

The Call Center Representative serves callers by professionally answering inquiries, researching and resolving problems, and collecting self-pay balances.

• Respond to patient inquiries, requests, and disputes over the phone by clarifying, researching, locating, and providing information.
• Process patient credit card payments over the phone to resolve outstanding self-pay balances.
• Possess basic working knowledge of healthcare claims processing including: ICD-9/10, CPT, and HCPC codes, as well as 1500 forms.
• Possess working knowledge of the fundamental concepts in healthcare reimbursement methodologies and revenue cycle.
• Uses the GE and Epic workflow systems and other tools available to them.
• Ability to analyze, identify and resolve issues on patient accounts.
• Act cooperatively and courteously with patients, visitors, co-workers, management and clients.
• Adheres to the policies and procedures established for the client/team.
• Meets and maintains daily productivity standards established in departmental policies.
• Meets and maintains quality standards established in departmental policies.
• Maintains confidentiality at all times; adhere to HIPAA and PHI Guidelines.
• Ability to maintain composure when handling particularly difficult calls with customers.
• Perform all other tasks related to Call Center Department areas of responsibilities.
• Performs other related duties and special projects as required.

• Previous experience in Hospital/Facility or Physician billing
• Must have at least 1 year US Healthcare - Medical/ healthcare experience (handling inbound calls for a healthcare account)
• Amenable to handling a mixture of 70% back-office support and 30% outbound call support
• Must be familiar with basic healthcare claims and denials; familiar with EOB
• Experience with GE Centricity or EPIC PB preferred
• Ability to work well individually and in a team environment
• Proficiency with MS Office
• Strong verbal communication skills
• Strong organizational skills
• English-speaking proficiency is required; bilingual skills a plus
• Ability to maintain composure when handling particularly difficult calls with customers
• Must be amenable to work during US hours
• Must be amenable to work onsite in Ortigas, Pasig City

• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.